Complaints procedure

Our commitment to you

We want you to be completely happy with our products and service. That is why we are committed to listening to your feedback and resolving your complaints where we can.

Please let us know if you are unhappy

Our dedicated Customer Services Team is available to discuss your account and is available from:

• 09:00 to 20:30 Monday to Friday, 10:00 to 16:00 on Saturday
• By Telephone - 0871_ 271 6111†

How can I complain?

Please let us know if you are unhappy. My Payday Loan strive to provide excellent service at all times, but occasionally we may not always get things right the first time. If this is the case you can let us know:

By telephone:

If you are dissatisfied with our service for any reason and wish to let us know, please feel free to contact our dedicated Customer Relations Team on 0871_ 271 6111† who will note your concerns and pass the details to the Customer Relations Department for a full investigation.

In writing:

Please address all written correspondence to:

• The Customer Relations Department,
  PO Box 255,
  Bicester,
  Oxfordshire,
  OX26 4ZY

Alternately, you can email us at: Customer Relations Team

Please note that additional personal information should not be included in email messages for security reasons. We will respond by telephone or letter for the same reason.

What we will need from you

To help us investigate and resolve any issues or concerns that you may have please provide the following information:

• Your full name, address, date of birth and a daytime telephone number
• Full details of your concern
  

How long will it take?

We will always try to resolve your concerns immediately. However, if we are not able to resolve your complaint within five working days we will write to you to tell you:

• Who is dealing with your complaint
• When we will contact you again

We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. If a resolution has not been reached by the end of eight weeks we will:

• Refer your complaint to the Customer Relations Manager for investigation who will send you the MEM Consumer Finance Ltd 'Final Response' Letter. This will explain our final position.
  At this stage, you will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service. For more information please refer to www.financial-ombudsman.org.uk

If you are not satisfied

If you feel that we have not resolved the situation to your satisfaction, please contact the person or department that handled your concerns. Together, you can then agree on what to do next. If you are still dissatisfied, you can request a review from the Financial Ombudsman Service.

They can be contacted at the following address:

• The Financial Ombudsman Service,
  South Quay Plaza,
  183 Marsh Wall,
  London,
  E14 9SR
• Telephone: 0845 080 1800
• Web site: www.financial-ombudsman.org.uk
• Email: enquiries@financial-ombudsman.org.uk